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Investigating the role of customer forgiveness following a double deviation
Cheng Yu Lin,
En Yi Chou
Department of Information Management
Research output
:
Contribution to journal
›
Article
›
peer-review
10
Scopus citations
Overview
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Dive into the research topics of 'Investigating the role of customer forgiveness following a double deviation'. Together they form a unique fingerprint.
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Keyphrases
Customer Forgiveness
100%
Double Deviation
100%
Service Recovery
62%
Post-recovery
37%
Customer Complaints
25%
Relationship-based
25%
Forgiveness
25%
Design Methodology
12%
Conceptual Model
12%
Survey Data
12%
Moderating Effect
12%
Structural Equation Analysis
12%
Service Firms
12%
Scenario Approach
12%
Mediating Role
12%
Affective Commitment
12%
Bootstrap Analysis
12%
Third-party Complaints
12%
Relationship Duration
12%
Coping Responses
12%
Controllability Attribution
12%
Services Marketing
12%
Stress Theory
12%
Experience Sampling
12%
Coping Theory
12%
Cognitive Appraisal
12%
Computer Science
Boundary Condition
100%
Structural Equation
50%
Conceptual Model
50%
Cognitive Appraisal
50%
Social Sciences
Forgiveness
100%
Structural Equation Modeling
10%
Survey Analysis
10%
Affective Commitment
10%
Marketing of Service
10%
Stress and Coping
10%
Controllability
10%
Sampling
10%
Psychology
Forgiveness
100%
Stress and Coping
10%
Controllability
10%